NHTSA Complaint #11711177 — 2019 FORD ESCAPE

I have a coolant intrusion in my 2019 Ford Escape. It idles roughly, there’s thick sweet smelling white smoke coming from the exhaust and when we refilled the coolant to max and started it once, the coolant level was immediately at the minimum. We have not turned it on or driven it since we found this out. There is a customer satisfaction program for 2019 Ford Escapes for Powertrain Control Module reprogramming (Campaign 19B37) that then makes the vehicle eligible for a one time repair under campaign 21N12. This campaign fixes exactly what is wrong with my vehicle. It applies to vehicles built in Louisville until April 2019. My vehicle was built in Louisville in May 2019. The dealership told me to call Ford Customer Relations/Recall Team to explain the situation and get a goodwill repair since my vehicle is having the exact same issues as the vehicles built at the same plant the month before. The recall team refused to provide me with a goodwill repair and also refused to give me information on when or if at all my case will be reviewed by the appropriate team. I asked to be able to contact the team handling my review by phone. They said I could only communicate with them by physical mail. This is unacceptable and I believe that Ford caused an unsafe situation for countless drivers for years by not including 2019 Ford Escapes built in Louisville in May 2019 in their customer satisfaction program and are still refusing to do so.